The adoption of mobile banking applications from a dual perspective
DOI:
https://doi.org/10.24197/st.2.2019.1-22Keywords:
app, banca móvil, modelo de factor dual, facilitadores, inhibidoresAbstract
Abstract: The rise of Fintech brought about an increase in competition for the banking sector given that, as well as offering services more oriented toward customers and optimizing the use of technologies, they often centered their activity on proposing products which traditional banking had offered. For its part, traditional banking finds in apps a fundamental tool and a way to counteract the pressure of the new competitors. This is why this work is aimed at analyzing, through a dual factor model, the facilitators and inhibitors of the adoption of mobile banking apps. Based on a field work of 240 surveys, and after applying Structural Equation Modeling, according to the results among the facilitators of the adoption of mobile banking the performance expectation plays a fundamental role, while satisfaction and sunk costs generate inertia in the use of digital banking.
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References
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Babat, D. (2017). Exploring the antecedents of loyalty in the context of multi-channel banking. International Journal of Bank Marketing, 35(2), 174-186. https://doi.org/10.1108/IJBM-10-2015-0155
Bankole, F. O., Bankole, O. O., & Brown, I. (2017). Influences on Cell Phone Banking Adoption in South Africa: An Updated Perspective. Journal of Internet Banking and Commerce, 22(3), 1-16. https://doi.org/10.1108/IJBM-10-2015-0155
Barberis, J. (2014). The rise of Fintech: Getting Hong Kong to lead the digital financial transition in APAC. Fintech Report. Fintech HK.
Benoit, S., Baker, T.L., Bolton, R.N., Gruberd, T. & Kandampully, J. (2017). A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors. Journal of Business Research, 79, 219–227. https://doi.org/10.1016/j.jbusres.2017.05.004
Boonsiritomachai, W., & Pitchayadejanant, K. (2017). Determinants affecting mobile banking adoption by generation Y based on the Unified Theory of Acceptance and Use of Technology Model modified by the Technology Acceptance Model concept. Kasetsart Journal of Social Sciences, https://doi.org/10.1016/j.kjss.2017.10.005
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https://www.funcas.es/_obsdigi_/DownLoadObs.aspx?Id=1002
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Cortiñas, M., Chocarro, R., & Villanueva, M.L. (2010). Understanding multi-channel banking customers. Journal of Business Research, 63, 1215–1221. https://doi.org/10.1016/j.jbusres.2009.10.020
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Fundación Telefónica (2017). Sociedad Digital en España 2017. Ariel. Madrid.
Ghazawneh, A., & Henfridsson, O. (2013). Balancing platform control and external contribution in third-party development: the boundary resources model. Information Systems Journal, 23(2), 173-192. https://doi.org/10.1111/j.1365-2575.2012.00406.x
Goswami, D., & Raghavendran, S. (2009). Mobile‐banking: can elephants and hippos tango? Journal of Business Strategy, 30(1), 14-20. https://doi.org/10.1108/02756660910926920
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Sciences, 43(115). https://doi.org/10.1007/s11747-014-0403-8
Hoehle, H., Scornavacca, E., & Huff, S. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54, 122–132. https://doi.org/10.1016/j.dss.2012.04.010
Hsie, P-J. (2016). An empirical investigation of patients` acceptance and resistance toward the health cloud: The dual factor perspective. Computers in Human Behavior, 63, 959-969. https://doi.org/10.1016/j.chb.2016.06.029
Jun, J., & Yeo, E. (2016). Entry of FinTech firms and competition in the retail payments market. Asia‐Pacific Journal of Financial Studies, 45(2), 159-184. https://doi.org/10.1111/ajfs.12126
Khan, I.U., Hameed, Z., & Khan, S.U. (2017). Understanding Online Banking Adoption in a Developing Country: UTAUT2 with Cultural Moderators. Journal of Global Information Management, 25(1), 43-65. DOI: 10.4018/JGIM.2017010103
Khedhaouria, A., Thurik, R., Gurau, C., & van Heck, E. (2016). Customers' continuance intention regarding mobile service providers: A status quo bias perspective. Journal of Global Information Management, 24(4), 1-21. DOI: 10.4018/JGIM.2016100101
Kim, H.-W., & Gupta, S. (2012). Investigating Customer Resistance to Change in Transaction Relationship with an Internet Vendor. Psychology & Marketing, 29(4), 257-269. https://doi.org/10.1002/mar.20519
Kim, H-W., & Kankanhalli, A. (2009). Investigating user resistance to information systems implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567-582. DOI: 10.2307/20650309
KPMG (2017). Fintech, innovación al servicio del cliente. Informe del Observatorio de la Digitalización Financiera. Funcas-KPMG.
Kuisma, T., Laukkanen, T., & Hiltunen, M. (2007). Mapping the reasons for resistance to Internet banking: A means-end approach. International Journal of Information Management, 27, 75-85. https://doi.org/10.1016/j.ijinfomgt.2006.08.006
Laukkanen, T. (2007). Internet vs. Mobile banking: comparing customer value perceptions. Business Process Management Journal, 11(6), 788-797. https://doi.org/10.1108/14637150710834550
Laukkanen, T. (2016). Consumer adoption versus rejection decisions in seemingly similar service innovations: the case of the Internet and mobile banking. Journal of Business Research, 69, 2432-2439. https://doi.org/10.1016/j.jbusres.2016.01.013
Laukkanen, T., Sinkkonen, S., Kivijärvi, M., & Laukkanen, P. (2007). Innovations resistance among mature consumers. Journal of Consumer Marketing, 24(7), 419-427. https://doi.org/10.1108/07363760710834834
Laukkanen, T., & Lauronen, J. (2005). Consumer value creation in mobile banking services. International Journal of Mobile Communications, 3(4), 325-38. DOI: 10.1504/IJMC.2005.007021
Laukkanen, T., & Passanen, M. (2008). Mobile banking innovations and early adopters: how they differ from other online users? Journal of Financial Services Marketing, 23(2), 86-94. https://doi.org/10.1057/palgrave.fsm.4760077
Lee, K., & Joshi, K. (2017). Examining the use of status quo bias perspective in IS research: need for re-conceptualizing and incorporating biases. Information Systems Journal,27(6), 733-752. https://doi.org/10.1111/isj.12118
Lucía-Palacios, L., Pérez-López, R., & Polo-Redondo, Y. (2016). Enemies of cloud services usage: inertia and switching costs. Service Business, 10, 447-467. https://doi.org/10.1007/s11628-015-0277-y
Maier, E. (2016). Supply and demand on crowdlending platforms: connecting small and medium-sized enterprise borrowers and consumer investors. Journal of Retailing and Consumer Services, 33, 143-153. https://doi.org/10.1016/j.jretconser.2016.08.004
Maroofi, F., Kahrarian, F., & Dehghani, M. (2013). An investigation of initial trust in mobile banking. International Journal of Academic Research in Business and Social Sciences, 3(9), 394-403. DOI: 10.6007/IJARBSS/v3-i9/228
Muñoz-Leiva, F., Climent-Climent, S., & Liébana-Cabanillas, F. (2017). Determinants of intention to use the mobile banking apps: An extension of the classic TAM model. Spanish Journal of Marketing –ESIC, 21, 25-38. https://doi.org/10.1016/j.sjme.2016.12.001
Ng, E. H., & Kwakh, K.-Y.(2010). Examining the determinants of Mobile Internet service continuance: A customer relationship development perspective. International Journal of Mobile Communications, 8(2), 210-229. Doi:10.1504/IJMC.2010.031448
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 46-59. https://doi.org/10.1177/002224378001700405
Polites, G.L., & Karahanna, E. (2012). Shackled to the Status Quo: the inhibiting effects of incumbent system habit, switching costs, and inertia on new system acceptance. MIS Quarterly, 36(1), 21-42. DOI: 10.2307/41410404
Prodanova, J., San-Martín, S., & Jiménez, N. (2015). The present and the future of m-banking according to Spanish bank customers. Universia Business Review, 46, 94-117
Ram, S. (1987). A model of innovation resistance. Advances in Consumer Research, 14(1), 208–212.
Ram, S., & Sheth, J. N. (1989). Consumer resistance to innovations: The marketing problem and its solutions. Journal of Consumer Marketing, 6(2), 5–14. https://doi.org/10.1108/EUM0000000002542
Rey-Moreno, M., Felício, J.A., Medina-Molina, C., & Rufín, R. (2018). Facilitator and inhibitor factors: Adopting e-government in a dual model. Journal of Business Research, 88 (July), 542-549.
Sarfaraz, J. (2017). Unified theory of acceptance and use of technology (Utaut) model-mobile banking. Journal of Internet Banking and Commerce, 22(3), 1-20.
Schueffel, P. (2016). Taming the Beast: A Scientific Definition of Fintech. Journal of Innovation Management, 4(4), 32-54. http://dx.doi.org/10.2139/ssrn.3097312
Shim, Y., & Shin, D-H. (2016). Analyzing China’s Fintech industry from the perspective of actor–network theory. Telecommunications Policy, 40 (2-3), 168-181. https://doi.org/10.1016/j.telpol.2015.11.005
Silva, S. H., Muñoz-Leiva, F., & Liébana-Cabanillas, F. (2013). Analysis and modelling of the determinants of mobile banking acceptance. The International Journal of Management Science and Information Technology, 8(Apr-Jun), 1-27.
Susanto, A., Lee, H.Z., & Ciganek, A.P. (2013). Factors Affecting Internet Banking Success. A comparative Investigation between Indonesia and South Korea. Journal of Global Information Management, 21(2), 72-95. DOI: 10.4018/jgim.2013040104
Venkatesh, V., Morris, M.G., Davis, G.B., & Davis, F.D. (2003). Use Acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. doi:10.2307/30036540
Venkatesh, V., Thong, J.Y., Chan, F.K., Hu, P.J.H., & Brown, S.A. (2011). Extending the two-stage information systems continuance model: Incorporating UTAUT predictors and the role of context. Information Systems Journal, 21(6), 527-555. https://doi.org/10.1111/j.1365-2575.2011.00373.x
Veríssimo, J.M.C. (2016). Enablers and restrictors of mobile banking app use: A fuzzy set qualitative comparative analysis (fsDCA). Journal of Business Research, 69, 5456-5460. https://doi.org/10.1016/j.jbusres.2016.04.155
Al-Otaibi, S., Aljohani, N.R., Hoque, R., & Alotaibi, F.S. (2018). The Satisfaction of Saudi Customers Toward Mobile Banking in Saudi Arabia and the United Kingdom. Journal of Global Information Management, 26 (1). DOI: 10.4018/JGIM.2018010105
Alt, R. & Puschmann, T. (2012). The rise of customer-oriented banking - electronic market share paving the way for change in the financial industry. Electron Markets, 22, 203–215. https://doi.org/10.1007/s12525-012-0106-2
Arellano, A., & García, J.R. (2017). Determinantes de la adopción de la banca digital. BBVA Research. https://www.bbvaresearch.com/publicaciones/determinantes-de-la-adopcion-de-la-banca-digital-en-espana/
Babat, D. (2017). Exploring the antecedents of loyalty in the context of multi-channel banking. International Journal of Bank Marketing, 35(2), 174-186. https://doi.org/10.1108/IJBM-10-2015-0155
Bankole, F. O., Bankole, O. O., & Brown, I. (2017). Influences on Cell Phone Banking Adoption in South Africa: An Updated Perspective. Journal of Internet Banking and Commerce, 22(3), 1-16. https://doi.org/10.1108/IJBM-10-2015-0155
Barberis, J. (2014). The rise of Fintech: Getting Hong Kong to lead the digital financial transition in APAC. Fintech Report. Fintech HK.
Benoit, S., Baker, T.L., Bolton, R.N., Gruberd, T. & Kandampully, J. (2017). A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors. Journal of Business Research, 79, 219–227. https://doi.org/10.1016/j.jbusres.2017.05.004
Boonsiritomachai, W., & Pitchayadejanant, K. (2017). Determinants affecting mobile banking adoption by generation Y based on the Unified Theory of Acceptance and Use of Technology Model modified by the Technology Acceptance Model concept. Kasetsart Journal of Social Sciences, https://doi.org/10.1016/j.kjss.2017.10.005
Carbó, J., Cuadros, P., & Rodríguez, F. (2017). ¿Cómo toman los españoles sus decisiones financieras digitales? Funcas ODF KPMG.
https://www.funcas.es/_obsdigi_/DownLoadObs.aspx?Id=1002
Chiu, C.-M., & Huang, H.-Y. (2015). Examining the antecedents of user gratification and its effects on individuals’ social network services usage: the moderating role of habit. European Journal of Information Systems, 24(4), 411-430. https://doi.org/10.1057/ejis.2014.9
Cortiñas, M., Chocarro, R., & Villanueva, M.L. (2010). Understanding multi-channel banking customers. Journal of Business Research, 63, 1215–1221. https://doi.org/10.1016/j.jbusres.2009.10.020
Dapp T (2015) Fintech reloaded—traditional banks as digital ecosystems. With proven walled garden strategies into the future. Current Issues. Digital economy and structural change. Deutsche Bank Research, Frankfurt am Main
Dapp, T.F. (2017). Fintech: The Digital Transformation in the Financial Sector, in T. Osburg, C. Lohrmann (eds.), Sustainability in a Digital World, CSR, Sustainability, Ethics & Governance, 189-199.
EY (2017). EY FinTech Adoption Index 2017. The rapid emergence of FinTech.
Falk, T., Schepers, J., Hammerschmidt, M., & Bauer, H. H. (2007). Identifying Cross-Channel Dyssinergies for Multichannel Service Providers. Journal of Service Research, 10(2), 143-160. https://doi.org/10.1177/1094670507306683
Fundación Telefónica (2017). Sociedad Digital en España 2017. Ariel. Madrid.
Ghazawneh, A., & Henfridsson, O. (2013). Balancing platform control and external contribution in third-party development: the boundary resources model. Information Systems Journal, 23(2), 173-192. https://doi.org/10.1111/j.1365-2575.2012.00406.x
Goswami, D., & Raghavendran, S. (2009). Mobile‐banking: can elephants and hippos tango? Journal of Business Strategy, 30(1), 14-20. https://doi.org/10.1108/02756660910926920
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Sciences, 43(115). https://doi.org/10.1007/s11747-014-0403-8
Hoehle, H., Scornavacca, E., & Huff, S. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54, 122–132. https://doi.org/10.1016/j.dss.2012.04.010
Hsie, P-J. (2016). An empirical investigation of patients` acceptance and resistance toward the health cloud: The dual factor perspective. Computers in Human Behavior, 63, 959-969. https://doi.org/10.1016/j.chb.2016.06.029
Jun, J., & Yeo, E. (2016). Entry of FinTech firms and competition in the retail payments market. Asia‐Pacific Journal of Financial Studies, 45(2), 159-184. https://doi.org/10.1111/ajfs.12126
Khan, I.U., Hameed, Z., & Khan, S.U. (2017). Understanding Online Banking Adoption in a Developing Country: UTAUT2 with Cultural Moderators. Journal of Global Information Management, 25(1), 43-65. DOI: 10.4018/JGIM.2017010103
Khedhaouria, A., Thurik, R., Gurau, C., & van Heck, E. (2016). Customers' continuance intention regarding mobile service providers: A status quo bias perspective. Journal of Global Information Management, 24(4), 1-21. DOI: 10.4018/JGIM.2016100101
Kim, H.-W., & Gupta, S. (2012). Investigating Customer Resistance to Change in Transaction Relationship with an Internet Vendor. Psychology & Marketing, 29(4), 257-269. https://doi.org/10.1002/mar.20519
Kim, H-W., & Kankanhalli, A. (2009). Investigating user resistance to information systems implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567-582. DOI: 10.2307/20650309
KPMG (2017). Fintech, innovación al servicio del cliente. Informe del Observatorio de la Digitalización Financiera. Funcas-KPMG.
Kuisma, T., Laukkanen, T., & Hiltunen, M. (2007). Mapping the reasons for resistance to Internet banking: A means-end approach. International Journal of Information Management, 27, 75-85. https://doi.org/10.1016/j.ijinfomgt.2006.08.006
Laukkanen, T. (2007). Internet vs. Mobile banking: comparing customer value perceptions. Business Process Management Journal, 11(6), 788-797. https://doi.org/10.1108/14637150710834550
Laukkanen, T. (2016). Consumer adoption versus rejection decisions in seemingly similar service innovations: the case of the Internet and mobile banking. Journal of Business Research, 69, 2432-2439. https://doi.org/10.1016/j.jbusres.2016.01.013
Laukkanen, T., Sinkkonen, S., Kivijärvi, M., & Laukkanen, P. (2007). Innovations resistance among mature consumers. Journal of Consumer Marketing, 24(7), 419-427. https://doi.org/10.1108/07363760710834834
Laukkanen, T., & Lauronen, J. (2005). Consumer value creation in mobile banking services. International Journal of Mobile Communications, 3(4), 325-38. DOI: 10.1504/IJMC.2005.007021
Laukkanen, T., & Passanen, M. (2008). Mobile banking innovations and early adopters: how they differ from other online users? Journal of Financial Services Marketing, 23(2), 86-94. https://doi.org/10.1057/palgrave.fsm.4760077
Lee, K., & Joshi, K. (2017). Examining the use of status quo bias perspective in IS research: need for re-conceptualizing and incorporating biases. Information Systems Journal,27(6), 733-752. https://doi.org/10.1111/isj.12118
Lucía-Palacios, L., Pérez-López, R., & Polo-Redondo, Y. (2016). Enemies of cloud services usage: inertia and switching costs. Service Business, 10, 447-467. https://doi.org/10.1007/s11628-015-0277-y
Maier, E. (2016). Supply and demand on crowdlending platforms: connecting small and medium-sized enterprise borrowers and consumer investors. Journal of Retailing and Consumer Services, 33, 143-153. https://doi.org/10.1016/j.jretconser.2016.08.004
Maroofi, F., Kahrarian, F., & Dehghani, M. (2013). An investigation of initial trust in mobile banking. International Journal of Academic Research in Business and Social Sciences, 3(9), 394-403. DOI: 10.6007/IJARBSS/v3-i9/228
Muñoz-Leiva, F., Climent-Climent, S., & Liébana-Cabanillas, F. (2017). Determinants of intention to use the mobile banking apps: An extension of the classic TAM model. Spanish Journal of Marketing –ESIC, 21, 25-38. https://doi.org/10.1016/j.sjme.2016.12.001
Ng, E. H., & Kwakh, K.-Y.(2010). Examining the determinants of Mobile Internet service continuance: A customer relationship development perspective. International Journal of Mobile Communications, 8(2), 210-229. Doi:10.1504/IJMC.2010.031448
Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 46-59. https://doi.org/10.1177/002224378001700405
Polites, G.L., & Karahanna, E. (2012). Shackled to the Status Quo: the inhibiting effects of incumbent system habit, switching costs, and inertia on new system acceptance. MIS Quarterly, 36(1), 21-42. DOI: 10.2307/41410404
Prodanova, J., San-Martín, S., & Jiménez, N. (2015). The present and the future of m-banking according to Spanish bank customers. Universia Business Review, 46, 94-117
Ram, S. (1987). A model of innovation resistance. Advances in Consumer Research, 14(1), 208–212.
Ram, S., & Sheth, J. N. (1989). Consumer resistance to innovations: The marketing problem and its solutions. Journal of Consumer Marketing, 6(2), 5–14. https://doi.org/10.1108/EUM0000000002542
Rey-Moreno, M., Felício, J.A., Medina-Molina, C., & Rufín, R. (2018). Facilitator and inhibitor factors: Adopting e-government in a dual model. Journal of Business Research, 88 (July), 542-549.
Sarfaraz, J. (2017). Unified theory of acceptance and use of technology (Utaut) model-mobile banking. Journal of Internet Banking and Commerce, 22(3), 1-20.
Schueffel, P. (2016). Taming the Beast: A Scientific Definition of Fintech. Journal of Innovation Management, 4(4), 32-54. http://dx.doi.org/10.2139/ssrn.3097312
Shim, Y., & Shin, D-H. (2016). Analyzing China’s Fintech industry from the perspective of actor–network theory. Telecommunications Policy, 40 (2-3), 168-181. https://doi.org/10.1016/j.telpol.2015.11.005
Silva, S. H., Muñoz-Leiva, F., & Liébana-Cabanillas, F. (2013). Analysis and modelling of the determinants of mobile banking acceptance. The International Journal of Management Science and Information Technology, 8(Apr-Jun), 1-27.
Susanto, A., Lee, H.Z., & Ciganek, A.P. (2013). Factors Affecting Internet Banking Success. A comparative Investigation between Indonesia and South Korea. Journal of Global Information Management, 21(2), 72-95. DOI: 10.4018/jgim.2013040104
Venkatesh, V., Morris, M.G., Davis, G.B., & Davis, F.D. (2003). Use Acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. doi:10.2307/30036540
Venkatesh, V., Thong, J.Y., Chan, F.K., Hu, P.J.H., & Brown, S.A. (2011). Extending the two-stage information systems continuance model: Incorporating UTAUT predictors and the role of context. Information Systems Journal, 21(6), 527-555. https://doi.org/10.1111/j.1365-2575.2011.00373.x
Veríssimo, J.M.C. (2016). Enablers and restrictors of mobile banking app use: A fuzzy set qualitative comparative analysis (fsDCA). Journal of Business Research, 69, 5456-5460. https://doi.org/10.1016/j.jbusres.2016.04.155
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Published
12/07/2019
How to Cite
MEDINA-MOLINA, C., REY-MORENO, M., CAZURRO-BARAHONA, V., & PARRONDO, S. (2019). The adoption of mobile banking applications from a dual perspective. Sociología Y Tecnociencia, 9(2), 1–22. https://doi.org/10.24197/st.2.2019.1-22
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